General Motors - April 2014 to June 2016
My first position out of college (aside from serving wings at Buffalo Wild Wings) was as a Social Media Advisor at General Motors, contracted through 3CSI.
I took on two similar, yet separate roles - both of which involved responding on behalf of GM and its brands through its branded social media handles on Twitter, Facebook and internet forums.
First, I was a leader of the Sales Consultation team, supporting GM's marketing efforts and consulting potential customers on social media (primarily Twitter).The role involved comparing vehicles from the GM brands with their competition, and facilitating in-person meetings between leads and local dealers. In this role, I was credited directly with 10 sales, influencing numerous others.
After my first year on the marketing team, I was asked to join the customer service side of the social team, as they were struggling to cope with then-recent departures and I knew the rules of engagement and internal reporting processes.
I would quickly ascend to a leadership role on the team's luxury division, spearheading a new engagement process that would better address the concerns of one of GM's most critical customer bases. In addition to providing attentive customer support both publicly and privately, I would also take on a number of the team's key responsibilities in internal organization.
I left this role in June 2016 to seek further career development at Franco.
SKILLS ACQUIRED
- Use of CRM and ticketing systems.
- Team Leadership, meeting management and internal-focused soft skills.
- Process-based thinking, structure development and "finding the pattern of success."
- Learning what it means to have a "relentlessly empathetic" mindset - in marketing and customer service.
- Navigating massive organizations in order to create outcomes for those outside the organization.
- Developing a consistent brand voice - without being repetitive.
- Understanding a "brand ethos" - and, for example, how Chevy's ethos can differ from Buick's, which differs from Cadillac's, etc.
Sales Consultation
Marketing Support
Customer Service
Geoffrey Geist
